2Nd Level Systems And Process Support

BE PART OF OUR GROWING TEAM

Your Role

To provide 2nd Level support for KN systems, customer/client systems, reporting and other advanced level tasks and escalations for Sea Logistics operations across the ASP region.

Your Responsibilities

- Provide 2nd Level support for escalations raised by the 1st level team on defects on multiple KN Systems and customer/client systems, BO customer and KN reporting, quotation and rates, and other related issues.
- Prepare business process automation and upcoming KN export system upgrade requirements, organization, process and implementation.
- Perform administrative setup and testing of new systems releases.
- Perform root cause analysis of system failures and defects.
- Coordinate regularly with country Systems and Process POCs for process updates and alignments, escalations and other relevant activities.
- Coordinate regularly with the 1st level team on Systems and Process updates, testing, ticket handling opportunities and other relevant activities.
- Monitor the ticketing system (Zendesk) queue and comply to agreed ticket handling SLAs for first response time and resolution time for all tickets.
- Escalate tickets to the global IT team once all necessary 2nd Level steps are exhausted.
- Create and update working instructions to be used as reference by the whole team and all stakeholders.
- Monitor and secure optimal performance and utilization of KN systems to ensure quality and efficiency.
- Plan and perform training of the 1st level team and new team members with minimal impact to team performance.

Your Skills and Experiences

Bachelor's Degree in IT or any related field is required
Experience in technical or systems supports is required
Preferably with experience in customer service & effective communication s
Must have advanced systems knowledge and understanding
Process improvement